Managing 700 outbound email addresses without the technical debt

Customers at a technology consulting firm emailed their account service representatives directly instead of the support address.

Cases created that way listed the representative as the contact rather than the customer, so agents re-entered details by hand. Customers also replied to the same thread with new issues, which extended response times. Their Salesforce org had accumulated 700 outbound email addresses to manage, and the technical debt around them was substantial.

Forward to Case creates a case from a forwarded email on behalf of the customer, removing manual entry.

Email to Case Premium routes replies to the correct case and selects the correct outbound address automatically. Timeline and the New Comment page give agents faster access to case detail, which brings response time down.